Head of B&W Digital, Small Businesses & SME Customers

Join Us as Head of B&W Digital Small Businesses & SME Customers

Whats the Role
The Head of B&W Digital Small Business & SME Customers is accountable for delivering bestinclass digital capabilities that enable Business & Wealth customers and frontline bankers to seamlessly complete sales and service activities across Westpacs digital platforms and products.
The role leads digital transformation and ongoing management for the massmarket Business & Wealth segment ensuring scalable compliant and customercentric digital experiences that drive customer value operational efficiency and sustainable growth.

Key Responsibilities

Digital Strategy & Customer Experience

• Design own and deliver the Business & Wealth digital customer strategy across key digital channels including:
• Westpac Mobile App
• Online Banking
• Thirdparty and integrated partner channels
• Prioritise design and deliver digital selfservice capabilities to improve customer outcomes and reduce assisted demand.
• Lead the development of customer value propositions across digital products and services from ideation to launch and lifecycle management (DevOps).

Digital Platform Ownership & Delivery

• Own and operate Business Digital platforms and channels including performance management operational reporting and service optimisation.
• Lead development of digital products and services in scope including (but not limited to):
• Digital identity and verification (ID & EV)
• Digital Banker capabilities
• Adobe Experience Manager
• AIenabled digital solutions
• Partner with Digital and Technology teams to ensure all solutions meet viability desirability and feasibility standards.

Enterprise Collaboration & Integration

• Partner closely with Consumer Digital and UNITE to ensure organisational alignment and shared delivery objectives.
• Collaborate with Branch Digitisation and the Contact Centre as a Service (CCaaS) program to deliver an integrated enterprisewide customer experience.
• Enable strong crossfunctional collaboration across Business Units Technology Data and Operations teams.

Risk Governance & Compliance

• Provide oversight of customer outcomes in line with internal frameworks and policies.
• Maintain regulatory compliance with relevant legislation and policies including:
• Ongoing monitoring of digital platforms and products
• Implementation of regulatory fixes via CI/CD where required
• Regulatory engagement as appropriate
• Act as the accountable risk owner for the Business Digital Platform including Business Banking Online.
• Proactively manage operational and nonfinancial risk across all digital platforms and products.

Leadership & Continuous Improvement

• Lead develop and engage highperforming digital teams driving strong employee engagement and capability uplift.
• Stay current with evolving digital technologies customer expectations and emerging market trends to continuously improve digital offerings.

What do I need
You will be a highly experienced senior digital leader with a strong track record of owning and transforming largescale customerfacing digital platforms in complex highly regulated environments ideally within banking or financial services. The successful candidate will bring deep expertise in digital product strategy platform operations and endtoend delivery across mobile online and integrated ecosystems coupled with demonstrated accountability for material budgets enterpriselevel risk and regulatory outcomes. They will be a credible leader capable of influencing at the most senior levels aligning diverse business and technology stakeholders and leading multidisciplinary teams to deliver measurable customer commercial and operational outcomes at scale. A strong enterprise mindset disciplined execution and a futurefocused approach to emerging technologies AI and evolving customer expectations are essential.

Create your future today
To get started simply click on the APPLY or APPLY NOW button
Were all about creating a supportive and inclusive community. We welcome everyone no matter your age gender background or abilities. We also provide additional support to welcome our veterans Indigenous Australians and neurodiverse community.
If you need any adjustments during the recruitment process you can find out more information and additional contact details by visiting the People with Disability and/or needing Accessibility Requirements page on our website.